AM/Manager - Customer Experience Management

- Map customer experience, research and benchmark practices within/. across the industries for all lines of business

- Ensure service standards are met across all customer touch points by. monitoring quality of operations, services, processes and products. through service surveillance & mapping.. With function heads establish performance levels; ensure. conformance, corrections and preventive actions, through continual. review of processes with internal stakeholders.

- Ensure service quality audit processes and time lines are followed and. adhered at all times through stakeholder management.. Thorough understanding & experience of driving Net Promoter Score. (NPS) & Customer Satisfaction (CSAT) projects.

- Responsible for. measuring, tracking and executing quality initiatives to positively. impact customer KPIs through awareness drives, learning and other. programme management initiatives.. Identify, suggest and carry-out service quality performance. improvement projects for service enhancement, cost saving and. revenue generation

- Drive mystery audit projects within the organization (inhouse and. outsourced programmes). Prepare & present insightful reports/presentations on voice of customers. (VOC), NPS, mystery shopping, employee feedback or any other. programme launched to drive customer excellence

- Bring competitive industry best practices to provide best in class. experience, in-turn create service excellence as a. differentiator to drive premium revenue to the organization

- Responsible for working along with the CH operations team,. designing training content, delivering and monitoring the. effectiveness through QA audit processes & CH SLAs.